Jackson Lumber & Millwork marks 80 years of providing top-quality building materials while nurturing customer partnerships
Family-owned and operated from the outset, Jackson Lumber & Millwork (Jackson Lumber) supplies contractors, remodelers, and homeowners throughout Eastern Massachusetts, New Hampshire, and Southern Maine with high-quality building materials, millwork, and supplies at competitive prices. For 80 years, the company has consistently provided exceptional quality and customer service, embracing innovation and the most advanced resources available in the building industry. Today, Jackson Lumber remains committed to delivering the same cutting-edge service its customers have come to expect, with a dedicated team of trained professionals ready to fulfill that promise. As the company celebrates its 80th anniversary, Mark Torrisi, President, joins us to reflect on both Jackson Lumber’s past achievements and its current trajectory.
“My grandfather launched Jackson Lumber in 1946 after deciding to transition from contractor work to the supply business,” Mark begins. “He started the company on Jackson Street in Lawrence, Massachusetts, which is where the name came from. From there, he expanded our operations and moved to our current address because it was a larger site with a railroad siding that facilitated growth. After my grandfather, my father took over the business and ran it for many years, and now, my brother, sister, cousin, and I represent the third generation of owners and managers. In the early 2000s, we began expanding our facilities and adding new locations, and today, we operate four lumber yards, a door shop, and a kitchen design showroom, employing more than 210 team members across our various sites.
“The credit for our continued success can be traced back to previous generations,” he continues. “My grandfather, followed by my father and other family members who ran the business, taught us all the work ethic needed to be successful. Having experienced the Great Depression in the US, my grandfather learned the value of hard work and the importance of not taking anything for granted, lessons that have been passed down through generations. As third-generation family members, we began working at a young age, sweeping floors, picking up nails, and learning the business from the ground up. We spent our school vacations immersed in the business, learning its many aspects and understanding what it takes to run a lumber yard. By operating forklifts, working on the door machines, and tackling various tasks, we gained firsthand experience of what our staff deal with daily. This appreciation of their struggles helps us become better leaders and managers, fostering a stronger team.”
Championing positive partnerships
Currently, Jackson Lumber services the northeastern part of Massachusetts and southern New Hampshire, covering trading areas of about 100 miles. Its New Hampshire location in Raymond houses both a door shop and lumber yard, while the company also boasts three standalone lumber yards in Massachusetts. In terms of customer base, Jackson Lumber is heavily focused on professionals, with single-family builders accounting for about 35 percent of the business, and residential remodels making up another 35 percent. Commercial and multifamily contractors represent approximately 20 percent, while institutional work comprises about seven percent, with consumers making up the remaining portion of its clientele.
Over the years, Jackson Lumber has cultivated a strong workforce and a loyal customer base, even earning a spot on the list of the top 100 Pro Dealers in the US. “Our approach to maintaining positive relationships is to view our customers as partners and encourage our team to view themselves as employees of those partners,” Mark says. “We recognize that our customers’ success directly drives our own, and by helping them add value and reduce their project costs, they can be more successful and grow their businesses, which in turn enables us to grow ours. We genuinely believe that our customers are partners on this journey, and it is our job to help them succeed.”
Despite Jackson Lumber’s longevity in the industry, its current owners aren’t afraid to embrace change. The company has developed its own computer software customized to fit its specific needs, providing a powerful advantage in the marketplace. With programmers on staff, Jackson Lumber enjoys complete flexibility in designing software that is very efficient and services its customers as best as possible. It includes a comprehensive GPS tracking system for its vehicles, allowing automatic communication of delivery times and anticipated arrival times to customers. Clients can access their accounts online and browse Jackson Lumber’s product categories and catalogs for pricing, even during off-hours, as well as communicate directly with the team, allowing for customization and rapid adjustments.
Proactive succession planning
The company’s current approach to technology, service, and its people, is reflective of the broader philosophy behind Jackson Lumber’s success. As Mark and his family members continue to grow the business, they remain focused on the most important aspect – the people who will carry it forward. “In the next three-to-five years, my role as president is to ensure effective succession planning not just for family members, but also for other staff members,” he says. “We have a fantastic team around us, and my job is to make sure that they continue to be coached and mentored to evolve while helping identify newer or younger team members with potential for growth. Working with the fourth generation is a top priority to make sure that they are prepared to someday sit in my chair. I love what I do and plan to continue for a little while longer, but I cannot do this forever, so it’s crucial that I prepare the next generation to take on the mantle and continue our legacy.
“Equally important is spending time with all of our team members, leaders and managers to help them grow, not only by teaching them how to do things right but also how to do the right things,” Mark concludes. “I believe this is vital for effective leadership and for the sustainable growth of our company. As we expand, we must still be run as a family business. Our people are our greatest asset, and it is up to us to nurture their development, help them achieve their own goals, and create an environment where they are excited to come to work and do the best they possibly can.”